Using Principles to Solve Problems

Problem is covered by an existing policy or a personal theory: the key question to ask yourself when you have a problem? There is an existing policy or a personal theory that tells you whether you should go ahead or not?

Roy Disney is the obvious point that decisions are easy. I'm not talking about corporate policy. Individuals should have clear principles. This makes problem solving easier. If something comes up that your principles, your morals or ethics are violated, you will not care to temptation.

This is one of the Nordstrom department store is so successful is your policy manual. The whole thing is a page long.

'S Nordstrom POLICY MANUAL

... rules: Rule 1: Use good judgment in all cases there will be no additional rules.

One of the most successful country in grocery stores, Connecticut, Stew Leonard, engraved in a rock outside the front door of his own policy manual. The two long paragraphs:

Stu 'S Leonard POLICY MANUAL

Rule 1. If the customer is always right.

Rule 2. If the customer is ever wrong, reread the rules.

There is a great policy? If you want to go to a business where the customer is always wrong, not to become a policeman, a storeowner.

Imagine how many times a day at Nordstroms Stew Leonards an employee or whether they should or should not do miracles. Then they think of company policy, and what to do.

When I was young, I'm in Bakersfield, California Montgomery Ward was manager of the store merchandise. However, a small farming community of Bakersfield we had 600 stores nationwide, ranked outside the top 15. Keep your customers happy at all cost we did with the resolution.hero as well. "

Individual policies are called theories. It is important that you have a personal policy is to guide you. An individual policy that we have a theory.

The simple act of driving a car to go to the store. This is only a mile away - we should bother to put on seat belts? If our personal policy / principle that we always drive with a seat belt, there is no wasted energy making a decision. We slip it on almost without realizing it.

Store on the way to the traffic signal turns yellow. There is an increase of adrenaline. We go for it, or hit the brakes? If our private policy / principle is that we always stop for yellow lights, we waste energy without peace, stop.

A car is standing in the road, pull in traffic waiting to open. We wave ahead of us, or should it wait? To clarify our principles, there is no hesitation.

Now understand that I am not telling you how to drive, although I do not care about your own safety please. Yellow light gun for your individual policy tells you, or never wear a seat belt and pull in front of a shock to you, that - I think - is your business. I'm here, that if you have a personal policy by which you do not need to run your day, a disabled, lives are wasting energy.

If you feel so nervous driving to the store just wasted energy, imagination, how much waste there is an organization that is a clear company policy! I have been in such organizations. Leaders that such a tight rein on all levels of people agonize over decisions, think about whether they are owners would agree with that at all.Organizations that have a clear policy that is a pleasure to work with are. As Roy Disney said, when values ​​are clear, the decision is easy.

Your problem is covered by their policies? The third question to see if it fits your corporate and individual policies. If it does, you can either follow the policy, or consider changing the policy. You do not make random exception policy.

If you already have a policy for the problem, you should consider if it is likely to recur. If it is likely to recur, a policy that tells you how to handle the next time it comes up should be installed.

After you have made a decision, it is important to determine if you need a policy to handle this is if it comes again. "It is likely to recur?" Whenever you solve a problem to find yourself if you set a policy, all future responses can be programmed. If the problem recurs, it does not require a decision.

Someone who you probably know lost everything during the Great Depression. They then borrowed money on real estate once again made a policy. They know they had a policy, and it did not smart, but it stayed with them for the rest of their lives.

Problem solving shapes your life, you become the sum total of all the problems. But what is even more important that you create a policy after you solve a problem. If the problem is likely to come back, write a policy to handle this in the future. That is exactly what the size of the rest of your life. And that's exactly what shape the future of your company.


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